Resolved
Hi,
We are aware that some customers are experiencing issues with their email service and are very sorry for the inconvenience this is causing. Our teams are working flat out to fully restore all emails as soon as possible.
ModTeam
Update 13/07/23 - This has now been resolved. If you are still having issues, please make your own separate post giving as much detail as possible.
When will the issue with historic email be resolved, its been two weeks now. I need to get to old emails to verify payments to a third party. Please tell us when we can expect this ongoing issue to be sorted!
Nearly three weeks and still no access to historic folders and emails. The worst thing though is not this (though that's bad enough) but the appalling customer service VM is showing. It lacks all empathy and understanding of how this is affecting their paying customers.
At very least I feel that regular (daily?) updates would be in order, but all we get are the same cut and paste responses with no indication of the timescale for sorting the issue out. Atrocious service from such a large company.
I have been a VM customer for over 25 years and have always been loyal, but this email debacle is testing my patience to the limit.
As it seems that some customers are now seeing their historical emails re-appearing, can we determine the basis upon which the processing is being sequenced? i.e. Username, customer ID, mailbox size etc
Delighted to report that my historic emails were restored a short time ago and my folders are now syncing.
How do I back up my inbox and sent folders once they are restored? I'm using Apple Mail on a Mac and those folders usually sync with VM via imap.
Hi acmarshall, thank you for posting and for letting us know your historic emails have been restored now.
That's great news, we're glad to know it's all working fine again. 🙂
Please, refer to this link where you'll find our advice on how to back up your emails too.
Let us know if this helps and if you have more questions or concerns, happy to assist.
Just got an email saying my historic emails should be back by 17th July .....
Another email from Axel just landed in my inbox. At 2211 yesterday the email I received stated they had “completed the full restoration of your inbox”. Today at 1537, “your historic emails will be restored by Monday 17 July at the latest.”
#confused
Finally an update from Axel that might be meaningful.- sent to my important secondary email account:
Hi,
Further to my email to you over the weekend, I wanted to provide you with a fuller update and clarity on your Virgin Media email service.
Our teams have been continuing to work on restoring historic emails into your inbox. Unfortunately, this is taking longer than we first anticipated due to unforeseen technical complexities that our teams had to solve. This means that, based on the information we have, your historic emails will be restored by Monday 17 July at the latest, most likely earlier. We will contact you individually as soon as your mailbox is restored.
I know that you may have important emails and documents saved in your inbox and want to reassure you that we have been working to restore them as soon as we can.
I would also like to reiterate that your data has not been lost, is completely safe and is stored in a secondary secure location. This issue has been caused by an internal technical fault and our analysis shows that your personal information has not been accessed or compromised in any way.
While our teams continue to work on restoring your historic emails, you are still able to send and receive emails as you normally would.
I completely understand the frustration and inconvenience this issue may have caused you, and I apologise unreservedly for this. We’re doing everything we can to fully restore your inbox as soon as possible.
Kind regards,
Axel Wehrle
Director of Customer Service, Virgin Media
Whilst this is reassuring for some it appears that it does not apply to all users. I have received no email from Axel to either of my accounts. Could Virgin please elaborate?
Please ignore my previous posts. I've now received the emai......but only to one of my accounts! Whatever else VM might be doing, it certainly isn't handling this in a controlled, systematic way. Lol.
VM really dont know what they are doing.
A couple of days ago I get an email to say my historic emails are restored - and they are.
Today I get an email to say it may take until the 17th July for them to be restored.
Hello,
I have a few ntlworld.com accounts and I can't log into them, could you please help me.
Many thanks
Could I just say that I have once again today been on the phone to the VM 1st level help desk about this issue and once again been really impressed by the way these people are handling themselves. They must be getting a hell of a lot of flack and they obviously don't have answers but, for me at least, they've been consistently honest, professional, pleasant and as helpful as they could be. And a fair few obviously don't have English as their first language which must make dealing with 'Mr. Angry from the east midlands' doubly difficult. Credit where it's due.
